The Customer Experience Supervisor located at our client' s North American corporate headquarters in Alpharetta, GA position will be geared towards a candidate that has 2 or more years’ experience as a lead in a call center environment. They would have a proven ability to lead, organize and direct the day to day activities related to the operations of a call center environment. Be persistent, resourceful, detail-oriented and metrics-driven. This person will have been responsible for the hiring, training, monitoring and motivating of call center agents. Utility experience would be a plus.

Primary responsibilities will encompass oversight of work performed by Customer Experience team members. The individual will be responsible for work productivity, quality of service and achieving goals in alignment with departmental objectives for their assigned team. Lead the training, coaching and development of team. Provide dynamic reporting of team’ s progress and variations to objectives. They will lead all activities for the team including daily work and direct personnel management.

Plan, lead and organize the daily work of team to achieve business plan.

Set performance goals and objectives that align with departmental plan.

Manage customer escalation through resolution and ensure timely updates are provided to business stakeholders.

Track and report progress of team.

Lead implementation of corrective actions to improve work productivity, efficiency and quality.

Serve as participant on cross functional team relative to team’ s present or future work responsibilities.

Lead assigned team towards continuous improvement in meeting customer satisfaction and financial metrics.

Lead assigned customer discussion in virtual and live business settings.

Prepare customer reports for internal and external business stakeholders.

Conduct performance reviews, motivate team members and create strategies to boost productivity.

Evaluate, develop and motivates direct staff to meet current and future talent needs. Oversee team training needs; work to ensure all personal and corporate training is completed timely.

Supports and adheres to Company’ s core values.

Performs other duties or responsibilities as assigned or required.

Supports and adheres to Company’ s Code of Conduct and Ethics Policy.

Represents Company in a positive, professional manner when working with both internal and external customers.

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